Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Serve as the strategic partner for your designated clients by addressing their objectives and suggesting effective best practices to enhance their desired outcomes.

• Consistently review and present customer health metrics to pinpoint trends and opportunities, while proactively managing and mitigating risks.

• Facilitate internal communications regarding customer configurations, usage statistics, and satisfaction levels with the system.

• Initiate and maintain proactive recurring calls with customers to accelerate the adoption of best practice solutions that align with their goals and objectives.

• Act as the account quarterback by managing the customer's adoption, sustainability, and optimal use of Censis's products and services to continuously provide incremental value. Direct the customer to relevant internal Censis resources.

• Arrange proactive on-site visits with customers to strengthen relationships and gain a deeper understanding of each customer’s unique environment.

• Develop and conduct annual Business Reviews with customer leadership teams to facilitate impactful partnership discussions, align on their vision for ongoing improvement, comprehend key business challenges, and communicate value propositions.

• Manage contract renewal processes by collaborating with our internal teams and external customers to ensure renewals are completed on time.

• Cultivate and maintain expertise in clinical and technical knowledge, particularly regarding workflow solutions and the advantages of Censis applications.

• Actively contribute to funnel growth by generating qualified customer success leads based on client evidence.

• Regularly update necessary CRM systems and adhere to cross-functional standard workflows.

• Serve as a client advocate while upholding Censis values and initiatives.

⛳️ Requirements

• A minimum of 3 years of relevant experience in Sterile Processing Lead or Educator roles, preferably with Censitrac super-user experience.

• A bachelor’s degree or equivalent work experience is required.

• CCSVP certification or higher, or the ability to obtain it within the first 6 months of employment.

• Experience engaging with stakeholders in sterilization, hospital hygiene, or operating room environments.

• Proficiency in diagnosing complex issues, understanding the full range of services, integrating them into practical solutions that satisfy client needs, and articulating them across various disciplines.

• Exceptional organizational skills, a high degree of adaptability, and the ability to anticipate and respond to shifting priorities.

• Strong verbal and written communication skills, with the capacity to effectively engage at multiple organizational levels. Proven presentation, communication, and influencing abilities across all communication forms.

• Solid analytical, commercial, and digital literacy skills, including proficiency in tools such as Excel, Sharepoint, Oracle, Salesforce.com, and CRM systems.

• Willingness to travel approximately 30% of the time.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work arrangements

• Paid time off

• Professional development opportunities